Sophos is a worldwide leader in next-generation cybersecurity, protecting more than 500,000 organizations and millions of consumers in more than 150 countries from today’s most advanced cyberthreats. Powered by threat intelligence, AI and machine learning from SophosLabs and SophosAI, Sophos delivers a broad portfolio of advanced products and services to secure users, networks and endpoints against ransomware, malware, exploits, phishing and the wide range of other cyberattacks. Sophos provides a single integrated cloud-based management console, Sophos Central – the centerpiece of an adaptive cybersecurity ecosystem that features a centralized data lake that leverages a rich set of open APIs available to customers, partners, developers, and other cybersecurity vendors. Sophos sells its products and services through reseller partners and managed service providers (MSPs) worldwide. Sophos has major hubs around the globe. More information is available at www.sophos.com
As a Customer Success Consultant for our MDR team, you are a critical part of our customers’ adoption of Sophos’ Managed Detection and Response (MDR) service. You will act as a point-of-contact, establishing relationships to facilitate efficient onboarding, implementation of MDR components, and real-time support and strategy. You will own the relationships with your customers, connecting with key business executives and security and IT stakeholders to develop an understanding of their strategic business needs and goals. Leveraging this customer knowledge and your expertise in Sophos’s products and services you will support ongoing adoption and strategy to ensure your customers understand and maximize value from their investment in Sophos MDR.
What You Will Do:
Own the customer relationship, providing ongoing and proactive support to MDR customers to drive high levels of customer satisfaction, deep engagement, and mutual success.
Handle customer escalations and ensure appropriate actions are taken to address customer concerns.
Identify, build, and implement repeatable programs and processes across your portfolio of customers to maximize product adoption, usage, and achievement of customer’s business objectives.
Identify expansion opportunities within the customer base and collaborate with the sales teams for growth attainment.
Identify risks to renewals and collaborate with internal teams to remediate customer concerns.
Communicate requests discovered during customer interactions to the Product Management team.
Be a customer advocate in influencing product roadmap and improvements.
Gain a deep understanding of typical business challenges faced by our customers to appropriately map features in their security environments.
Work in partnership with Operational, Technical, Sales, and Product teams to provide customer feedback and ensure requests are resolved in a timely manner.
What You Will Bring:
Business level fluency in Spanish, English and Italian (written and spoken).
French language would be advantageous.
1-3 years working in customer success, technical account management, sales engineering or similar role responsible for driving customer success and product/service adoption.
Experience working with cybersecurity solutions will be a valuable plus (firewalls, antivirus, endpoint/server detection and response, SIEM, etc.).
Excellent communication, negotiation and objection handling skills, with the ability to identify client’s needs and pains and to underline the value of MDR service.
Project management skills, with proven results working as a reliable advisor to drive business value for customers.
Highly data-driven with a dedication to following processes.
Passionate about driving and tracking a consistent engagement process with all customers in your portfolio.
Must be motivated, self-starter, and be able to deal with ambiguity and work in a fast pace environment.
Able to work independently as well as part of a team.
Knowledge of CSM tools, Excel and PowerPoint.
Flexibility to travel when required.
What's Great About Sophos?
· Our people – we innovate and create, all of which are accompanied by a great sense of fun and team spirit
· Employee-led diversity and inclusion networks that build community and provide education and advocacy
· Annual charity and fundraising initiatives and volunteer days for employees to support local communities
· Global employee sustainability initiatives to reduce our environmental footprint
· Global fitness and trivia competitions to keep our bodies and minds sharp
· Global wellbeing days for employees to relax and recharge
· Monthly wellbeing webinars and training to support employee health and wellbeing
Our Commitment To You
We’re proud of the diverse and inclusive environment we have at Sophos, and we’re committed to ensuring equality of opportunity. We believe that diversity, combined with excellence, builds a better Sophos, so we encourage applicants that can contribute to the diversity of our team. All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation. We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know.